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Omega Systems · 1 day ago

Service Desk Supervisor

Elmwood Park, NJ

Full-time

Hybrid

Senior Level

$90K/yr - $105K/yr

5+ years exp

Omega Systems is looking for a Service Desk Supervisor to guide our Service Desk operations, drive excellence in customer support, and ensure compliance with company standards and security policies. You’ll lead a talented team, set the vision for service delivery, and foster professional growth while implementing best practices that elevate performance and customer satisfaction.

Cloud ManagementConsultingCyber SecurityInformation Technology

Hiring Manager

Deirdre Reid - Lynch

Responsibilities

Supervising end-user services and technical support services

Supervise and oversee day-to-day operations regarding proper ticketing procedures, reporting and technical support via phone

Provide consistent training and mentoring to members

Ensure Omega is providing a high level of customer service by performing Quality Assurance processes including but not limited to direct monitoring of employee interactions and analyzing reporting to identify incorrect behaviors and patterns

Onboard new Omega Service Desk Employees including systems access, training, and confirming proper Omega processes on a regular basis

Supervise group - including recruitment, supervision and coaching, scheduling, development, evaluation, and performance

Create, Update, and Improve Documentation to ensure high level of service

Review Timesheets Weekly

Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities

Ensures enforcement of procedures to maintain security and access and protect against viruses, hackers, vandals, acts of God, and accidental user mistakes

Work with other colleagues within OMEGASYSTEMS teams to deliver an effective Customer support service offering

Help ensure Customer support services teams are focused on achieving results using all resources available from initiation to resolution

Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of OMEGASYSTEMS Customer support teams both externally and internally

Administrate and facilitate personnel to hire and retain staff

Assist in team building, maintain work schedules, perform appraisals, and organize staff for optimum effectiveness

Establish staff training and development programs related to technical services

Develop measures and controls to ensure performance standards and goals are achieved

Develop and maintain Key Performance Indicators (KPIs) around testing performed within team

Mentor and develop direct reports through personal behaviors

Ensure to provide customer satisfaction across all technical service offerings

Provide monthly technical activity and status reports

Qualification

Technical supervisory experienceServersNetwork operating systemsCustomer service excellenceTechnical problem solvingTeam buildingPerformance evaluationCommunication skills

Required

Bachelor's degree in a job-related discipline or equivalent working experience

Minimum of five years of technical experience

Must have former technical supervisory experience preferably in a Call Center or similar environment

Knowledge of servers and network operating systems; wide area networks, telephone systems, internet services, electronic mail, web services, microcomputers and other hardware and a variety of software

Ability to: develop and recommend strategic and tactical plans for the delivery of technical services

Ability to communicate technical/complex information both verbally and in writing

Analyze and problem solve a variety of highly technical issues; effectively negotiate/influence others; establish and maintain effective working relationships with internal and external personnel at all levels